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Customer Support Specialist



Customer Service
Posted on Wednesday, July 3, 2024

Abridge was founded in 2018 with the mission of powering deeper understanding in healthcare. Our AI-powered platform was purpose-built for medical conversations, improving clinical documentation efficiencies while enabling clinicians to focus on what matters most—their patients.

Our enterprise-grade technology transforms patient-clinician conversations into structured clinical notes in real-time, with deep EMR integrations. Powered by Linked Evidence and our purpose-built, auditable AI, we are the only company that maps AI-generated summaries to ground truth, helping providers quickly trust and verify the output. As pioneers in generative AI for healthcare, we are setting the industry standards for the responsible deployment of AI across health systems.

We are a growing team of practicing MDs, AI scientists, PhDs, creatives, technologists, and engineers working together to empower people and make care make more sense.

At Abridge, trust is our currency. We are committed to delivering exceptional products, services, and experiences to our customers. We are looking for highly motivated Customer Support Specialists to join our rapidly growing team and play a key role in scaling our customer support team.

We take our user experience and happiness seriously and consider the Support Team essential to the company’s success. In this role, you’ll set the standard for what incredible customer experience looks like at Abridge with both our enterprise and individual customers. You’ll be responsible for responding to customers with care and accuracy while helping build our support department to meet the growing demands of our business.

Note: Must be available to work Monday through Friday, from 6:00 AM to 3:00 PM Eastern Time

Your responsibilities:

  • Delight our Abridge users (and co-workers!) every day by providing timely support in troubleshooting problems and answering questions.

  • Provide user feedback to our product and operational teams to identify pain points and advocate for the user experience

  • Navigate our CRM tool to communicate with users, appropriately track contacts and resolutions for data analysis

  • Dig deep and be curious about solving complex issues!

To be successful in this role, you:

  • Have a 2+ year track record as Tier 1 or Lead in a Customer Service Support role, ideally in a technology support focused team.

  • Love interacting with our customers and are happy to work hard. Whether it’s weekends or evenings, willing to step in and help because you believe in our mission

  • Great spoken/written communication skills and ability to explain technical troubleshooting in easy to understand manner

  • Are extremely organized. You’re able to manage multiple priorities at once, while maintaining attention to detail and quality.

  • Can work with speed and are results driven.

  • Thrive in a fast-paced environment and willing to roll with the punches

  • Possess excellent computer skills and comfortable with technology

Ideally, you have:

  • Familiarity with systems requiring strict adherence to privacy and security protocols (Healthcare is a plus!)

  • Worked in CRM/Ticketing systems with rigorous tracking

Why Work at Abridge?

  • Be a part of a trailblazing, mission driven organization that uses audio as the wedge to improve the healthcare delivery experience

  • Unlimited PTO for salaried team members, plus 12 national holidays

  • Comprehensive and generous benefits package:

  • 16 weeks paid parental leave, for all employees

  • Flexible working hours — we care more about what you accomplish than what specific hours you’re working

  • Remote work environment

  • Equity for all new employees

  • Generous equipment budget for your home office setup ($1600)

  • Opportunity to work and grow with talented individuals, and have ownership and impact at a high growth startup.

  • Plus much more!

Life at Abridge

At Abridge, we’re driven by our mission to bring understanding and follow-through to every medical conversation. Our culture is founded on doing things the “inverse” way in a legacy system—focusing on patients, instead of the system; focusing on outcomes, instead of billing; and focusing on the end-user experience, instead of a hospital administrator's mandate.

Abridgers are engineers, scientists, designers, and health policy experts from a diverse set of backgrounds—an experiment in alchemy that helps us transform an industry dominated by EHRs and enterprise into a consumer-driven experience, one recording at a time. We believe in strong ideas, loosely held, and place a high premium on a growth mindset. We push each other to grow and expose each other to the latest in our respective fields. Whether it’s holding a PhD-level deep dive into understanding fairness and underlying bias in machine learning models, debating the merits of a Scandinavian design philosophy in our UI/UX, or writing responses for Medicare rules to influence U.S. health policy, we prioritize sharing our findings across the team and helping each other be successful.

Diversity & Inclusion

Abridge is an equal opportunity employer. Diversity and inclusion is at the core of what we do. We actively welcome applicants from all backgrounds (including but not limited to race, gender, educational background, and sexual orientation).

Staying Safe - Protect Yourself From Recruitment Fraud

We are aware of individuals and entities fraudulently representing themselves as Abridge recruiters and/or hiring managers. Abridge will never ask for financial information or payment, or for personal information such as bank account number or social security number during the job application or interview process. Any emails from the Abridge recruiting team will come from an @abridge.com email address. You can learn more about how to protect yourself from these types of fraud by referring to this article. Please exercise caution and cease communications if something feels suspicious about your interactions.